How to Collect SIP Logs for Troubleshooting in the Mongotel Softphone App

Owned by Hunter Amato, created
Last updated: Jun 16, 2023
4 min read

Session initiation protocol (SIP) logs are a very important part of the tech support and troubleshooting processes. They give our Agents quite a bit of info to work with, which can in turn make it easier to find a solution for any issues you may be facing.

This document will cover how to find those logs, how to save them, and how to send them to Mongotel Client Support.

Table of Contents

Desktop

Step 1: Click the Settings icon.

Settings

Step 2: Click “Controls.”

Controls

Step 3: Toggle “Log SIP Traffic” on and then click “Logs.”

Step 4: Recreate the issue.

Step 5: Go back to the Logs page.

Step 6: Hover in the top right of the screen and click “Save.”

Step 7: Select a download location and click “Save.”

Step 8: Email the SIP log (siplog.txt) to helpdesk@mongotel.com.

Android

Step 1: Tap the triple vertical dots and select “Settings.”

Step 2: Tap “Preferences.”

Step 3: Toggle on “Troubleshooting log.”

Step 4: Move the app into the background, while keeping it in recent apps.

Step 5: Reopen the app and recreate the issue.

Step 6: Repeat Steps 1 and 2 and then Tap “Logs.”

Step 7: Tap the triple vertical dots and tap “Share.”

Step 8: Tap “Save.”

Step 9: Choose a save location and tap “Save.”

Step 10: Email the SIP log to helpdesk@mongotel.com.

iOS

Step 1: Tap the Settings icon.

Step 2: Tap “Preferences.”

Step 3: Toggle “Log SIP Traffic” on.

Step 4: Move the app into the background, while keeping it in recent apps.

Step 5: Reopen the app and recreate the issue.

Step 6: Repeat Steps 1 and 2 and then Tap “SIP Log.”

Step 7: Tap “Share.”

Step 8: Tap “Other.”

Step 9: Email the SIP log to helpdesk@mongotel.com.

Wrap-Up

When helpdesk@mongotel.com receives your email, Mongotel Client Support will analyze your SIP log and learn what we can about how to resolve any issues.

Having Trouble? Contact Support!

Either we’re forgetting something or this process is just too simple. If you’ve encountered a problem, comment it here and we’ll get to work writing up troubleshooting steps to solve it. In the meantime, our Support Team will be happy to connect.

Contact us at (718) 942-9990, by dialing 611 on any Mongotel-programmed phone, or by emailing helpdesk@mongotel.com and we’ll get you the care you need ASAP. For anything other than service-related requests or issues, the team at info@mongotel.com stands ready to assist you.